Customer Experience Analyst

Customer Experience Analyst

Toyota Canada Inc. (TCI) currently has an exciting full-time opportunity for a Customer Experience Analyst. This role will work within the Customer Experience department and across the enterprise to drive better customer experience outcomes and overall customer satisfaction and reliability to our business and brands.

The successful candidate will be accountable for evaluating customer journey, satisfaction, and behavioral data to identify patterns, identify root causes, and produce insights that inform business outcomes. This role works at the intersection of data, customer experience, and business operations. It will help the development and implementation of data-driven actions that improve customer experience and operational performance. The analyst also contributes to maintaining a unified customer experience across channels and functions.

A hybrid work environment

A work environment built on teamwork, flexibility and respect

Professional growth and development programs to help advance your career

A focus on respect for people and continuous improvement

Summer Hours – condensed work week during the summer

Competitive compensation package including bonus

Extended health care and dental benefits effective immediately

Company pension plan with additional employer contributions

Associate vehicle discount program

Reimbursement programs (tuition & fitness)

Paid holiday shutdown and competitive paid time off benefits

Sabbatical leave program

Evaluate and interpret data across multiple CX-relevant sources — including sales/service, website activity, call center interactions, and Voice of Customer (VoC) feedback — to generate and implement actionable business strategy

Develop predictive models, algorithms, and scoring frameworks to enhance customer interactions, retention, sales performance

Communicate findings clearly to both technical and non-technical audiences, driving adoption of insights and enabling data-informed implementation of CX strategies

Maintain a centralized inventory of customer engagement touchpoints to ensure a seamless and consistent customer experience across all platforms and channels.

Build and maintain interactive dashboards and advanced visualizations to aid strategic and operational decision-making across departments

Partner with IT to prioritize and maintain customer-related data requests, ensuring timely delivery and alignment with business needs

Identify, extract, and mine customer experience data from internal and external systems to investigate market trends, discover customer journey gaps, and opportunities for new products or services

Conduct advanced systematic research to uncover patterns, outliers, and correlations in customer behavior

Collaborate with business stakeholders and recommend approaches to customer-centric problems through analytics

Post secondary degree/diploma in Business, Data Analytics, Statistics, or related field

4+ years of work experience with minimum 3+ years with Customer Experience or marketing analytics focus

3+ years working with SQL and experience working with large datasets

3+ years experience Python or similar for data analysis

Hands-on experience with customer data sources: survey results (e.g., CSAT, NPS, CES), journey analytics, CRM

Experienced in SAP Data modules an asset

Experience working with RESTful Web services is an asset

Experience using reporting, dashboarding/visualization tools (e.g., Power BI, Tableau)

Knowledge of how to translate data into actionable insights and clearly communicate findings to business stakeholders

Strong analytical, organizational and Project Management experience

Strong grasp of diagnostic and descriptive analytics

Machine learning and statistical modelling experience would be an asset

Excellent communication, storytelling, and presentation experience

Nice to have experience in automotive, retail, financial services, or subscription-based industries

Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.